topic Re: Compensation on Cityfibre in Billing

Compensation on Cityfibre

JaxGTX — Tue, 07 Mar 2023 13:22:20 GMT

Hi,

According to Talktalk's site there should be compensation for delays to the start of your service. If you're on Cityfibre like I am the site says we need to ask for compensation rather than it being automatic.

So I am asking for someone to please compensate my account. I went "live" on the 14th February but didn't actually get working FTTP until the 23rd February, so a 9 day delay.

Thanks in advance

Re: Compensation on Cityfibre

JaxGTX — Thu, 09 Mar 2023 10:36:47 GMT

Can a Talkalk representative sort this out please. Thanks

Re: Compensation on Cityfibre

JaxGTX — Fri, 10 Mar 2023 12:22:22 GMT

Any reason why no one is picking this up?

Re: Compensation on Cityfibre

Arne-TalkTalk — Fri, 10 Mar 2023 12:24:52 GMT

Hi JaxGTX

The committed go live date in your account shows the 17th, so excluding the first 2 days the compensation is for 4 days, so this 5.25 x 4 = £21 which will be added to your account in the next 24 hours.

Regards

Re: Compensation on Cityfibre

JaxGTX — Fri, 10 Mar 2023 13:57:46 GMT

Hi Arne,

Thanks for that but unfortunately I'm not sure your calculation is correct.

From https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583 the text says "We’ll give you £5.25 compensation if we miss the go-live date and then £5.25 for each full calendar day that your service is delayed"

My actual service started on the 23rd as seen in this thread https://community.talktalk.co.uk/t5/Fibre/New-Cityfibre-Connection-not-working/m-p/2953558#M375710

So my missed go-live on 17th then £5.25 on each of 18th, 19th, 20th, 21st, and 22nd = 6x5.25 = £31.50

Do you agree?

Re: Compensation on Cityfibre

Arne-TalkTalk — Fri, 10 Mar 2023 14:37:14 GMT

The first 2 days on not eligible as the engineer has 48 hours from the missed go live date to connect you, before Auto-Compensation begins

Re: Compensation on Cityfibre

ferguson — Fri, 10 Mar 2023 15:01:36 GMT

@Arne-TalkTalk I demur from disagreeing with you, but are you sure? The 48 hours assuredly applies to fault repairs. But with delays in the start of a service it does say from and including the stated go live date.

Re: Compensation on Cityfibre

JaxGTX — Fri, 10 Mar 2023 18:05:29 GMT

Attached is a screenshot from the Talktalk compensation site (https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583).

The given example at the above link is for 5 days delay from the original go-live date and says £26.25 compensation. My delay was for 6 days so an extra £5.25, therefore £31.50 is due.

There is no mention on that page at all about losing 48 hours for an engineer

Re: Compensation on Cityfibre

Arne-TalkTalk — Thu, 16 Mar 2023 10:08:39 GMT

Hi JaxGTX

It falls under both categories really as from what I can see the delay was caused by a fault, hence my calculation, but I will request the further credit in this instance.

Re: Compensation on Cityfibre

JaxGTX — Thu, 16 Mar 2023 20:38:57 GMT

Many thanks Arne

Re: Compensation on Cityfibre

Arne-TalkTalk — Tue, 21 Mar 2023 12:56:42 GMT

No problem.